THE OLD DISPENSARY
                              LOCAL PATIENT PARTICIPATION REPORT

                         Produced for the Patient Participation DES 2011/12

The purpose of the Patient Participation DES is to ensure that patients are involved in decisions
about the range and quality of services provided and, over time, commissioned by The Old
Dispensary. Active engagement with our patients through the use of patient reference groups will
assist in obtaining a balanced view of patient opinion on a variety of matters.

The practice decided to organise a Patient Participation Group comprising both virtual members and
patients who did not have access to computers/internet to ensure that the opinions of as many as
possible were requested and obtained.

All baseline figures are based on the regular practice population as at April 20111. However, the
overall Patient Group will alter and increase over time.

1. Practice Profile


           0-16       17-24   25-34    35-44    45-54       55-64   65-74   75-84   85+       TOTAL

 Male      7.8%       3.6%    5.2%     4.9%     6.8%        7.8%    5.7%    3.2%    1.0%      46%

 Female    7.6%       3.8%    4.4%     5.9%     8.4%        9.7%    7.3%    4.2%    2.7%      54%

The Office of National Statistics Neighbourhood Statistics (ONS NS)2 – most recent figures
East Dorset:    Males:            46%
                Females:          54%
The regular practice population overall mirrors that of East Dorset in these figures.

1.49% of the practice population are carers
Carers UK data - National average number of carers:         12%3

0.8%4 of the practice population is non-British.
ONS NS – Broad Ethnic Group - most recent figures2
East Dorset:    3.8% non-British
England:        12.4% non-British

Long Term Medical Conditions
34% of practice population have a long term medical condition1
Dept of Health definition of a long term medical condition is as follows: “a condition that cannot
be cured but can be managed through medication and/or therapy. There is no definitive list
of long term conditions”5

Dept of Health figures give % of UK population with a long term medical condition as 24%5

Nursing Home/Rest Home Residents
0.4% of the practice population1 are within this category
Working Status of the practice population6
Employed:               62%
Unemployed:             1%
Sick/disabled:          3%
Retired:                25%
Other:                  9%
This compares to 48.5% of the UK population who are in work (ONS)2
In 2010, 17% of the UK population were aged over 65 (ONS)2

Marginalised/Vulnerable Groups defines marginalised/vulnerable groups as follows:
“The key groups are:
• Homeless
• Refugee and asylum seekers
• Black minority ethnic communities (BME)
• Gypsy & Traveller
• Ex-offenders”7

The practice does not currently have any regular patients in these groups. However, we would try to
recruit from this group for the PRG if the situation changes.

2. Profile of the Patient Representative Group

The PRG membership comprises virtual members and also patients who do not have access to the
internet/email. The group has representation from the following:

Age Groups:              All age groups within the practice profile are represented in the group

Gender:                     Male 55%
                            Female 45%
This is virtually identical to the ONS most recent figures for East Dorset2

Carers:                9%
This compares to 12% of the population per Carers UK3

Ethnicity:             9%
This compares to 3.8% for East Dorset and 12.4% for England (ONS)2

Long Term Medical
Conditions:              35%*
*This figure also includes members who are registered disabled
This compares to 24% of UK population with a long term medical condition per DOH5

Working Status:         All working groups within the practice profile are represented.
60% of the group are in paid employment
This compares to 48.5% of the UK population (ONS)2

Nursing Home/Rest Home Residents: Nil. It has not been possible to recruit any Rest Home/Nursing
Home residents at the current time.
3. Steps taken to ensure that the PRG is representative of the Practice registered patients

The Practice considers that the PRG actively represents a cross section of the current Practice

Completion of analysis profile of the practice population was undertaken using the following
    Regular Practice Population against National Base: EMIS April 2011 used as baseline
    QOF data 2011/12
    Dept of Health
    Office of National Statistics
    GP Patient Survey (most recently available information)

Steps Taken:
     Membership of the group was not restricted to those with access to the internet. The
        practice decided that patients without internet/email would also be encouraged to join. The
        recruitment leaflet (attached) invites those without email to join. Surveys were posted to
        those patients, together with stamped addressed envelopes to return them.

 PRG Recruitment

       Advertising was undertaken via posters and recruitment leaflets in all patient areas of the
        surgery (attached)

 PRG Recruitment

       Recruitment leaflets attached to all repeat prescriptions for a period of 3 months
       Patient Participation weeks x 2 held to target all patients coming into the practice
       Advertising on practice website8 with online questionnaire
       New patient questionnaire includes recruitment leaflet
       Receptionists approached any particular patient groups which were under-represented at
        the time to encourage participation

4. Where a category is not represented, steps taken to attempt to engage with that group(s)

It has not been possible to recruit any Rest Home/Nursing Home residents at the current time. The
practice has very few patients from this group.

       Staff from Rest Homes and Nursing Homes have been given information about the group
        whenever they have called into the practice
       Recruitment leaflets have been attached to all prescriptions
       Advertising on practice website8
       The practice will continue to try to recruit patients from this group
5. Steps taken to determine and reach agreement on the issues which had priority and were
subsequently included in the local practice survey

PRG Patient Survey

A proforma (attached) was developed in which patients were asked what they felt were the key
priorities with regard to services offered by the practice.

The same details are included in the PRG recruitment leaflet (see section 3 above).

In addition, all patients who attended the surgery for any reason over a three week period were
requested to complete the form.

6. Having set the priorities with the PRG, description of how the survey questions were drawn up
and how the survey was carried out in order to obtain the views of registered patients

       The three priority areas which were indicated via the above by the majority of patients and
        the PRG were used as the basis for the PRG survey.
       Advice was taken as to the optimum length of surveys to ensure that abandon rates were
        kept to a minimum - Survey Monkey9 says “In addition to the decreased time spent
        answering each question as surveys grew in length, we saw survey abandon rates
        increase for surveys that took more than 7-8 minutes to complete; with completion rates
        dropping anywhere from 5% to 20%.”
       Members of the PRG were asked for their opinion on the number of survey questions.
       The questions were drawn up using sample questions from the IPQ questionnaire10 and the
        template questions on our practice website8
       The survey was electronic and postal
       The survey was carried out over 3 months and finished in December 2011

 PRG Questionnaire

7. Rationale for using the chosen survey method and the criteria for assessing its credibility that
the processes used for sampling and analysing are sufficient to provide valid reported outcomes

Having researched the optimum length of surveys, as detailed above, the practice conducted the
survey using the support of our website company who are the UK’s largest and most experienced
supplier of GP websites and support. The survey and template questions were especially designed
to meet the required PRG guidelines. A specialised patient group module was built into the website
which allows practices to collect patient reference group members online and analyse the
demographics of this group. The survey facility also collates and analyses the submitted data for
practices to include in the year end DES report.

The returns in section 10 are composed of the online website results plus the postal surveys which
were added in by the surgery to arrive at the final figures.
8. Details of the steps taken to provide an opportunity for the PRG to discuss the survey findings

An email was sent out to the PRG reporting results and inviting discussion on the findings. Replies
were collated, recorded and formed the basis of the action plan.

In addition, a hard copy of the message was sent to those in the PRG who did not have
computer/email access for comment.

Sample PRG replies were:
“I think looking at the access is a very good idea - the one thing I think that would be very helpful is a
better light outside.”
“More light is needed for the dark winter nights – can you do anything?
” I think you should add a rail so we can steady ourselves”

    PRG email

9. Details of the action plan, including how the finding or proposals arising out of the local
practice survey can be implemented and, if appropriate, reasons why any such findings or
proposals should not be implemented

  PRG Action Plan

10. Summary of the evidence including any statistical evidence relating to the findings or basis of
proposals arising out of the local practice survey

204 patients provided email or contact addresses and were sent the survey, either electronically or
via the post. The survey was subsequently opened up to include all patients of the practice who
were able to complete it via the website if they wanted to.

The percentage of survey returns was 89% for those who were sent the survey by the practice.

The following results were relayed to the PRG:

    Patient satisfaction with the services offered by The Old Dispensary was very high.

       Ease of getting an appointment at the time requested was 84% very easy and 13% fairly easy

       Satisfaction with the GPs understanding and explaining to patients scored 96% (mean
        average) and with the Practice Nurse 90%. Neither the GPs nor the Practice Nurse had any
        negative grading.

       Cleanliness of the practice scored 96% for very clean, 3% for fairly clean with no negative

       Helpfulness of the receptionists scored 94% for very helpful, 5% fairly helpful and no
        negative grading.

       Getting into the surgery building scored 82% very easy, 14% fairly easy and 1% not very easy.
The above results show that the services offered by The Old Dispensary are of a very high standard.
The practice aims to continue to offer this type of high quality personal service which is obviously
appreciated by our patients.

The PRG results indicated that the issue of entry into the building should be considered for
improvement. It was noted that 14% said it was fairly easy and 1% said not very easy to enter the

The PRG was canvassed for opinion and a clear majority agreed that trying to improve entry was a
good idea. No other issues were raised for consideration.

11. Details of the actions which the practice intend to take as a consequence of discussions with
the PRG in respect of the results, findings and proposals arising out of the local practice survey

The points raised in the action plan above will be undertaken. The practice already has plans in
place to carry out the intended improvements.

The practice will continue to work hard to achieve the very high levels of patient satisfaction with
the services we provide which were demonstrated in the survey.

12. Where changes have contractual implications, confirmation that these been discussed with
the PCT.

There are no contractual implications for the changes described in our Action Plan.

13. Opening hours of the practice premises and how patients can access services throughout the
core hours

Core opening hours: 0800-1830 Monday-Friday.

The practice premises are open throughout the lunch hour Monday – Friday and telephones are

Patients can access services via telephone or personal call between these hours. Some services (eg
repeat prescription ordering, change of address) are available via the practice website8

Clinic Times:
Mondays                08.30 – 11.00          14.30 – 20.00*
Tuesday                08.00 – 10.00          14.00 – 19.00*
*(Mon/Tues - only patients with pre-booked appointments after 6.30pm can gain access to the
Wednesday/Thursday 08.30 – 10.30              16.00 – 18.00
Friday                 08.00 – 10.00          14.00 – 18.00

14. The practice offers extended hours – details of times at which individual healthcare
professionals are accessible to registered patients

The GPs undertake extended hours on Monday evenings:

Each GP works an alternate late Monday evening between 18.30 and 20.00 (by appointment)
One GP also works late every Tuesday evening between 18.30 and 19.00 (by appointment)
15. Confirmation that the Local Patient Participation Report has been published on the practice

The report has been publicised on the practice website.8 Notices have also been placed in the
surgery to advise patients.

The report will be updated to reflect subsequent achievement in meeting goals agreed between the
practice and the PRG.

EMIS practice population figures – regular patients – April 2011
    2011/12 Enhanced Services return

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